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Great tool for Social Engagement
What do you like best about the product?
The interface is really straightforward while also giving enough info to not seem vague
What do you dislike about the product?
Khoros can sometimes be a bit laggy with it's ingestion of social posts
What problems is the product solving and how is that benefiting you?
Our clients' issues and problems!
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Khoros has made handling employee interactions simple and easy.
What do you like best about the product?
The simple yet effective layout makes navigating painless.
What do you dislike about the product?
If there's a large number of conversations (10,000+) it can cause a delay in loading times.
What problems is the product solving and how is that benefiting you?
Khoros Care is helping us organize and respond to a large amount of messages and enabling us to review how our employees handle them.
Easy interface, perfect for new hires for approvals.
What do you like best about the product?
This tool is so helpful for our QA team in assisting new hires and making sure they have the opportunity to perfect their responses before being put out in the live production on Facebook andTwitter. We use Fanbase with this tool, which helps us link accounts to each case specifically. It's also great to use with the JIRA ticketing system.
What do you dislike about the product?
The only downside I have to Khoros is the inability to delete messages sometimes with Facebook or Twitter.
What problems is the product solving and how is that benefiting you?
Khoros Cares helps us keep track of our KPIs for each agent and tier we currently have at our site.
Great platform!
What do you like best about the product?
I like the simplicity of the interface and how it's easy to manage conversations.
What do you dislike about the product?
The program lacks a dark mode, which would be great as the default colors are bright and difficult on the eyes after a long work day.
What problems is the product solving and how is that benefiting you?
We're mainly solving customer support questions and I've realized managing time between contacts is easy. The pacing and overall configuration of the interface make it easy not to be overwhelmed.
Streamlined Customer Service & Engagement of 40,000+ Conversations Per Month
What do you like best about the product?
Khoros views social media as an integrated communication channel, rather than an isolated platform. This has enabled us to structure our social media team by agent skill set and training experience (customer service vs. fun engagement) instead of by social channel like other social management platforms. We have closed customer service cases more efficiently, reduce agent response time, and streamline internal communication and escalation.
What do you dislike about the product?
There have been occasional issues with bot tagging and routing accuracy and consistency, but their customer support team has been quick to assist and rectify issues.
What problems is the product solving and how is that benefiting you?
Our agent response time prior to khoros was over 4 hours; we have since reduced this to 4 minutes. As a lead generation driven business, responding to customer inquiries quickly is extremely important. We would not be able to source and close qualified leads as efficiently if we did not have this platform.
Care: Sophisticated tool that take time to setup AND manage
What do you like best about the product?
Good to organize and manage activities for a distributed team of employees, monitor and audit their work, hand over tasks among team members...
What do you dislike about the product?
Time it takes to set up, learn. Also the fact that I need to click on so many buttons to do something. In particular, the need to CLOSE a conversation even I don't need to do anything with it. Takes 3 clicks to close a conversation (times xxxxx ! )
some things I can't do on Care so I need to go to the Community: @mention, move posts, edit, etc.)
some things I can't do on Care so I need to go to the Community: @mention, move posts, edit, etc.)
What problems is the product solving and how is that benefiting you?
1 - Moderation for a Khoros based Community: I have a team of 7 employees around the world, each of them part-time. Not ideal set up but can't change it at the moment. Care allows us to organize the work among these employees.
2 - Some intervention of our Tech Support personel in the Community
For the following question "For which purposes do you use Khoros Care?", I did not find my purpose, I think. See above
2 - Some intervention of our Tech Support personel in the Community
For the following question "For which purposes do you use Khoros Care?", I did not find my purpose, I think. See above
Great for customer engagement
What do you like best about the product?
That the platform is very user friendly and is easy to engage customers.
What do you dislike about the product?
There can be small glitches in the system.
What problems is the product solving and how is that benefiting you?
Monotoring customers social media. It is easy to connect to all parties Involved.
Single sign on to manage social media platform
What do you like best about the product?
Analytics help us to understand the trend of customer inquiries and operation index
What do you dislike about the product?
Tagging inaccuracy especially language tagging, Khoros support should be more user friendly
What problems is the product solving and how is that benefiting you?
Able to manage all social media platform with single sign on
Khoros
What do you like best about the product?
Khoros is a such a great tool in merging and consolidating customer interactions from different social media channels.
Within the same Window, my agents are bale to respond to both Twitter, Instagram and Facebook posts without a hustle.
Within the same Window, my agents are bale to respond to both Twitter, Instagram and Facebook posts without a hustle.
What do you dislike about the product?
I have not had any bad experience with Khoros so far. Happy user
What problems is the product solving and how is that benefiting you?
We have solved Channel integration challenges .
Khoros Review
What do you like best about the product?
It is easy to use especially when responding to queries that come through via social media platforms like Facebook, twitter and Instagram.
What do you dislike about the product?
It requires logins and therefore cannot be used when one has no account with the soft ware.
What problems is the product solving and how is that benefiting you?
Customer care queries that come through social media and clients are given resolutions on first time of contact.
Recommendations to others considering the product:
Best software to use when dealing with online queries especially social media.
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